Quality Assessment Representative

Brandt is currently seeking a Quality Assessment Representative for our Regina Location.

• Deliver Contact Centre customer experience goals through obersvation and assessment of parts and reception calls
• Providing feedback to representatives abd leadership team
• Assisting in driving  initiatives for continuous improvement 
• Take ownership of customer opportunities
• Demonstrate adaptability and flexibilty by performing additional duties as required within the Customer Support Center
• Asisst in resolving customer and branch complaints and escalations as needed
• Keep current with contact center and customer experience trends and insights from call centre and branch call listneing as well as other industry best practices
• Achieve monthly parts and reception call quality assessments and customer experience goals 
• Conduct research to help accelerate customer experience outcomes
• Participate in regular and adhoc call listening deep dives/call audits to understand best practices,  key areas requiring focus and to make appropriate corrective action recommendations

#LI-onsite  

Required Skills

• Strong organizationals skills are required, with the ability to manage multiple tasks and projects effectively
• Able to compose simple correspondence, including memos, letters, and emails
• Strong communication skills to convey information clearly and concisely with organization's executive team and colleagues
• Exceptional attention to detail
• Well established time management skills
• Flexible to support 24/7 contact center environment
• Previous experience in customer service quality initiatives 
• Proficiency in Microsoft Office
• Bilingual English/French is an asset